People are still confused what the term customer centricity really means. Many confuses customer centricity with customer experience. This article highlightens that customer centricity is a strategy as customer experience is a result based on customer-centric initiatives. The author of the post uses Maslow to define customer centricity. From our point of view this is just one side of the medal. Customer centricity is based on mutual value and an inclusive organisation and not just on customer needs. Read more…
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